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ANNUAL REPORT 2019 Service NSW Author Service NSW Further information © Service NSW. Users are welcome to copy, reproduce and distribute information contained in this report for non-commercial purposes only, provided acknowledgement is given to Service NSW as the source. Annual Report 2018–2019 Contents Letter of submission 2 Message from the Minister 3 Message from the CEO 4 Access 5 About Service NSW 6 Authorising legislation 7 Our network 8 Year at a glance 2018–19 9 Our year 10 Highlights of our year 11 Looking ahead 23 Appendices 24 1. Customer response 25 2. Executive Leadership Team 26 3. Management structure 28 4. Workforce 29 5. Governance 39 6. Financial statements 50 1 Service NSW 30 October 2019 The Hon Victor Dominello Minister for Customer Service GPO Box 5341 SYDNEY NSW 2001 Dear Minister Service NSW Annual Report 2018-19 I am pleased to submit the annual report for Service NSW for the year ended 30 June 2019, for your information and presentation to the Parliament of NSW. The report was prepared in accordance with the provision of the Annual Reports (Departments) Act 1985 and the Annual Reports (Departments) Regulation 2015. Yours sincerely Damon Rees Chief Executive Ofcer Service NSW GPO Box 7057 Sydney NSW 2001 • service.nsw.gov.au • 13 77 88 • [email protected] • ABN 37 552 837 401 2 Annual Report 2018–2019 Message from the Minister It has been another successful year to refne the product for launch later in 2019. This is one of the most signifcant digital transformations for Service NSW, with a strong focus this state has seen, and it paves the way for Service on expanding its regional footprint NSW to continue a digital revolution across the NSW Government. through the opening of 11 new With citizens increasingly wanting to perform simple regional Service NSW Centres. digital transactions from their own home or mobile phone, Service NSW is driving the digital future in This includes the opening of the 100th Service NSW government and is well on the way to building a Centre in Nyngan in June 2019 and the roll out of two world-class digital experience for customers. The Mobile Service Centres, with two more on the way. Service NSW vision includes allowing customers to The opening of the new regional Service NSW give government their details once so they don’t Centres and the launch of the Mobile Service Centres have to visit multiple government agencies and demonstrate the NSW Government’s commitment provide the same information again. Service NSW to reaching every corner of the state. The Mobile has been building a new digital system that will Service Centres are custom-ftted buses that travel to provide customers with seamless access to multiple regional and remote areas of NSW, ofering customers online government services with a single set of every major Service NSW transaction including Driver login credentials. This important work will continue Knowledge Tests and Cost of Living appointments. in the coming year and will enable customers to Since their roll out in February and March 2019, communicate their preferences and details to the Mobile Service Centres have completed almost government securely, and in one place. 1,500 transactions and have a 100 per cent customer The establishment of the NSW Department of satisfaction rating. The Mobile Service Centres are Customer Service which came into efect on 1 July saving time and money for our regional customers. 2019, puts Service NSW in a prime position to The Cost of Living service has saved the people of infuence and drive exceptional customer service NSW more than $1.5 billion since it was launched in across all NSW Government agencies. The future of July 2018 through to June 2019, and has a 97 per cent customer service in government is bright and the customer satisfaction rating. The service brings NSW people of NSW will reap the benefts of this important Government rebates and savings together in one cultural shift in government. location and expanded over the year to ofer some 70 rebates and savings at the end of June 2019. Some of these include Active Kids and Creative Kids vouchers, The Hon Victor Dominello energy rebates, Toll Relief, the Senior Savers Card Minister for Customer Service and the First Home Owner Grant. The service can be accessed through the Savings Finder webpage on the Service NSW website, over the phone or by visiting a Service NSW Centre. The development and piloting of the NSW Digital Driver Licence is a key indicator of how Service NSW is working to transform digital services in government. Through the Service NSW app, the NSW Digital Driver Licence can be used to prove identity, age and right to drive. More than 15,000 NSW residents have participated in pilots in Dubbo, Sydney’s Eastern Beaches and Albury, allowing Service NSW 3 Service NSW Message from the CEO A dedication to making life easier heat of family budgets and the cost of living for NSW parents. The introduction of the Creative Kids for customers and businesses drives Program has also led to signifcant improvement everything that Service NSW does. in terms of regulating the creative industries with providers required to hold and demonstrate working with children checks. The introduction of programs designed to make life easier for the people of NSW and to help reduce their Energy Switch is another Service NSW initiative that cost of living demonstrates that Service NSW is about was introduced in December 2018 and expanded much more than conducting government transactions. in June 2019 following its success and its ability to deliver savings to NSW households. The frst In July 2018, Service NSW launched the Cost of Living tranche of Energy Switch helped thousands of program, which makes it easier for our customers to NSW households save hundreds of dollars on their view, access and apply for NSW Government rebates electricity bills by comparing and choosing the right and savings. As part of this program, Service NSW electricity plans for their needs. The expansion of this delivered a number of programs to reduce people’s program in June 2019 to allow customers to conduct cost of living, including Toll Relief, Active Kids, Creative comparisons and initiate switches for gas providers as Kids and Energy Switch. well as electricity providers is another demonstration Toll Relief was introduced to help reduce the cost of of how Service NSW is constantly innovating to deliver living for NSW residents by providing free vehicle more for the people of NSW. In the 2018–19 fnancial registration for eligible toll road users who have spent year, households saved an average $443 on electricity $1,300 or more on NSW toll roads in a fnancial year. and $130 on gas by switching. This initiative provided more than 86,000 free vehicle Service NSW has also been supporting the NSW registrations for the 2018–19 fnancial year to NSW economy through the expansion of the Making residents – that’s more than $36 million returned. Business Easier program. The Making Business Easier Active Kids is another NSW Government initiative program is a free service ofered across a range of delivered through Service NSW, in partnership with industries, giving new and existing business owners the NSW Ofce of Sport, that is helping to ease the personalised help and support when starting or cost of living for NSW families. Active Kids provides expanding a small business so they can focus on their parents, guardians and carers of school children with business, and save time and money. a $100 voucher to use for sport and ftness costs. At Service NSW, our people are our greatest The success of this program in 2018–19 in partnership asset. I am very proud of the fact that we have with the Ofce of Sport led us to double the Active high workplace engagement, with 87 per cent of Kids voucher for the next fnancial year, which will our people responding to the 2018 People Matter allow families to access a second $100 voucher from Employment Survey, and 72 per cent reporting that 1 July 2019. I’m proud that by helping kids to get they feel proud, motivated and inspired. Of the back moving, Active Kids is a contributor to the Premier’s of our exceptional team culture, Service NSW has Priority of reducing childhood obesity rates by fve become the frst ever public sector organisation in per cent by 2025. Australia to be accredited as a Great Place to Work. Following the success of Active Kids, Creative Kids The accreditation was based on direct feedback from was launched on 1 January 2019. Through Creative our staf, and a comprehensive audit of our staf Kids, parents can apply for a $100 voucher to use culture. towards the cost of arts, languages, drama, dance, I’m very proud to be part of a team that’s dedicated to digital design, coding and music lessons, and many delivering world-class customer service and innovative other creative activities. This year we have handed programs that make life easier for the people of NSW. a family with two school-aged children who claim their Active Kids and Creative Kids vouchers, savings of $400, and we’re thrilled that this will expand next Damon Rees year to $600 when combined with the two Active CEO, Service NSW Kids vouchers. There’s no doubt this will take some 4 Annual Report 2018–2019 Access web service.nsw.gov.au email [email protected] phone 13 77 88 head ofce McKell Building 2-24 Rawson Place Haymarket NSW 2000 Details of Service NSW locations, opening hours and the services available can be found on our website.
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